A good return policy significantly influences a customer’s decision to purchase a mattress. Purple, a popular online mattress company, offers a generous return policy that helps it stand out from competitors.
Follow us and take a closer look at the Purple mattress return policy and what it entails.
About Purple Mattress Return Policy
Here are the highlights of what you need to know about the company’s return policy. Let’s check out the details in the information below:
Exchange And Return Policy
Purple mattresses offer a hassle-free exchange and return policy. If you want to switch to a new product, you can choose a different size or model, and the brand will send the new item to you after taking back the old one. The exchange policy is only available for one exchange per customer.
Trial Period
The company grants its customers a generous 100-night trial period for all of its bedding items. Customers should spend at least 21 nights sleeping on the mattress before deciding whether it meets their needs.
If, at any point during this period, the customer decides that the purchase is not right for them, they can initiate a return.
Return Window
With the extended trial period mentioned above, Purple ensures that customers have ample time to adjust to the feel of their new mattress.
If the item doesn’t meet their expectations within this timeframe, they can initiate a return and receive a full refund. This long return window shows the brand’s commitment to customer satisfaction and confidence in the quality of its products.
Time To Refund
Once the brand receives the returned product, it takes up to 2-3 weeks for the refund to be processed. The provider needs to inspect your mattress to ensure it is in new condition.
If not, the refund may be denied or only a partial may be issued. Besides, it will be given in the original form of payment for full-condition items.
Refund Process
The refund process for a mattress is straightforward. Once the product is picked up and inspected, a refund will be issued to the original form of payment within 3-5 business days.
It’s important to note that the refund may take up to 15 business days to appear on your account, depending on your bank’s policies.
Delivery And Pick-Up Fees
Suppose you decide to return your purchase; the company will arrange for a third-party carrier to pick up the mattress. The customer is responsible for the pick-up and transportation fees, which vary with your location.
If you live in the contiguous United States, the cost is a flat rate of $199. For customers in Hawaii and Alaska, the fees are higher due to the additional transportation costs.
Can I Return Mattress On Purple’s Website?
Yes, you can initiate a return on Purple’s website. To start the return process, you will need to contact their customer support team through their website or by phone.
The customer service representative will guide you through the process and provide instructions for returning the mattress.
Notice that you may need to provide proof of purchase and a photo of the product to support the return. Once the return is approved, you will be given further instructions for shipping the item back to the supplier.
What Are Non-Returnable Purple Mattress Products?
While the company has a customer-friendly return policy, there are some products that are considered non-returnable. Here are some typical products:
- Mattress protectors: This item directly contacts your skin, so stains will be more noticeable.
- Platform bed frame products: Due to the increased danger of damage during transportation or disassembly, some sellers may decide it is too hazardous to accept returns of built bed frames.
- Custom or special order mattresses: Your customized order can’t be given back or is not suitable for donation.
- Mattresses that are used after 21 days: Though the timeframe for return is 100 days, you should not keep the item after 21 days to return it later.
- Other items after 30 days of usage.
Note: These non-returnable products are clearly stated on the company’s website. It’s always best to carefully read the product description and return policy before buying a product to ensure that you are making an informed decision.
What Are The Conditions To Return A Purple Mattress?
Suppose you’re considering returning your product; it’s essential to know the conditions of their return policy to ensure a smooth process. Here are the requirements:
- Timeframe: The brand offers a 100-night sleep trial, and you must initiate the return process within this period. Any returns outside this window will not be accepted.
- Condition of the mattress: The item must be in good condition and free from any damages or stains. If it is found to be soiled or damaged, the return will not be accepted.
- Proof of purchase: You must provide proof of purchase when initiating a return. This can be in the form of a receipt, invoice, or order confirmation.
- Original packaging: The mattress must be returned in its original packaging, including all accessories and manuals that came with the product. The return will not be accepted if the packaging is missing or damaged.
- Pick-up location: The company provides free return pick-up services, and the product must be available from the original delivery location.
What Factors Set Purple’s Mattress Return Policy Apart From Competitors?
Not only thanks to the reasonable criteria mentioned above. There are some outstanding points that set this brand’s policy apart from other providers.
Long Trial
Buyers have a whopping 100 nights to try out their mattresses. This is longer than many competitors in the mattress industry.
It allows customers to fully experience the comfort and support of the product over a significant period of time. If they are unsatisfied, they can give it back or exchange it for a full refund.
Full Refund
When a customer decides to return their purchased item within the trial period, they can receive a complete refund for the product and any additional items purchased with it. This gives customers peace of mind and the assurance that they will not lose any money if it is not a good fit.
Hassle-Free Returns
Free returns are available within the trial period, and the process can be initiated online or by contacting their customer service team. Additionally, the brand provides customers with a prepaid return label and arranges for the mattress to be picked up from their homes.
This means that customers do not have to worry about packing and shipping the item back themselves, which can be a significant source of stress and inconvenience with other companies’ return policies.
Donations To Charity
When customers return a mattress, Purple donates it to a local charity or non-profit organization, helping those in need. This not only ensures that the returned item is put to good use but also helps reduce waste and promote sustainability.
Read more: Purple Mattress Lawsuit: What Unfurled Behind The Scene?
Conclusion
Purple mattress return policy is designed to give customers the best shopping experience by offering a hassle-free and transparent return process. You can even initiate the return from the comfort of your home via their website.
Moreover, its customer-centric approach sets it apart from competitors in the mattress industry, giving customers peace of mind and confidence in their purchases.
FAQs
The company tries to donate it to a local charity or non-profit organization. If a donation is not possible, the item will be recycled or disposed of in an environmentally friendly way. This helps to minimize waste and ease the environmental impact.
Yes. Sales for special-order products that the brand doesn’t often carry are considered final, though exchanges are occasionally possible with a 20% restocking fee. However, they do charge a fee for certain accessories and add-ons purchased with the mattress, such as pillows or sheets.
No, it does not sell returned products. When a mattress is given back, it is thoroughly inspected to determine whether it is suitable for donation. If yes, it is then given to a nearby charity. When it doesn’t fulfill the requirements to do so, it is recycled or disposed of in an eco-friendly way.
